JOB DESCRIPTIONStudent Services Officer

Company: Tirur Institute of Management Studies (TIMS Education)
Department: Student Services / Academic Operations
Reports To: Student Services Manager / Service Operations Manager
Employment Type: Full-Time
Work Location: TIMS Education Office

1. Job Purpose

The Student Services Officer is responsible for managing student support activities after admission, ensuring smooth communication between students, universities, and internal departments. The role focuses on student satisfaction, academic coordination, timely issue resolution, and retention.

2. Key Responsibilities

A. Student Onboarding & Post-Admission Support

- Welcome newly admitted students and explain the next steps after admission.
- Verify admission details and coordinate the collection of required documents.
- Assist students with university registration, LMS access, login credentials, and student portal navigation.
- Share admission confirmation, fee receipt, course details, academic calendar, and other relevant information.
- Maintain accurate student records and update the student management system.

B. Academic Coordination

- Communicate course duration, syllabus, examination procedures, assignment requirements, and academic schedules.
- Coordinate with universities and academic teams regarding student registration and academic updates.
- Notify students about examinations, assignments, deadlines, results, and other significant announcements.
- Guide students on the appropriate procedures for academic queries and university-related requests.

C. Student Query & Complaint Management

- Handle student queries through phone calls, WhatsApp, email, and other official communication channels.
- Resolve routine student issues within the defined turnaround time.




- Escalate complex issues to the Service Operations Manager or concerned university department.
- Maintain a query and complaint tracker with proper follow-up until closure.
- Ensure professional, polite, and timely communication with students.

D. Student Engagement & Retention

- Conduct scheduled follow-up calls with admitted students.
- Monitor student engagement and identify students requiring additional support.
- Remind students about pending documents, assignments, examinations, and university requirements.
- Collect student feedback and identify opportunities to improve the student experience.
- Support student retention through proactive communication and timely assistance.

E. Coordination & Reporting

- Coordinate with the Admission, Accounts, Academic, and Service Operations teams.
- Prepare daily activity reports and weekly student service reports.
- Maintain records of student queries, pending cases, resolutions, and escalations.
- Report recurring student concerns and recommend process improvements.
- Ensure confidentiality and secure handling of student information.

3. Key Performance Indicators (KPIs)

- Timely completion of student onboarding activities.
- Student query response and resolution time.
- Percentage of pending cases resolved within the defined SLA.
- Accuracy and completeness of student records.
- Completion of scheduled student follow-up calls.
- Student satisfaction and feedback ratings.
- Reduction in unresolved complaints and avoidable student drop-offs.




- Timely communication of academic updates and deadlines.

4. Qualifications & Experience

- Bachelor's degree in any discipline.
- 1–3 years of experience in student services, customer support, academic administration, or a related field.
- Freshers with strong communication and coordination skills may also apply.
- Experience in education, online learning, or university coordination will be an advantage.

5. Required Skills

- Good communication skills in Malayalam and English.
- Hindi proficiency is an advantage.
- Strong interpersonal and problem-solving skills.
- Basic computer knowledge, including MS Office, email, spreadsheets, and CRM systems.
- Good organisational skills and attention to detail.
- Ability to manage multiple student queries and follow-ups.
- Patience, empathy, accountability, and a student-first attitude.

6. Expected Outcome

To ensure every admitted student receives timely guidance, clear academic information, effective issue resolution, and consistent support throughout their student journey.

Prepared for: TIMS Education
Department: Student Services / Academic Operations

Pay: ₹12,000.00 - ₹18,000.00 per month

Benefits:

- Flexible schedule

Application Question(s):

- Are you comfortable handling student queries through phone calls, WhatsApp, and email?
- Can you use MS Excel/Google Sheets, email, and basic computer applications?
- Do you have any experience in using CRM, ERP software?

Education:

- Bachelor's (Required)

Experience:

- Student support: 1 year (Required)
- Telecommunication: 1 year (Required)
- Working with students: 1 year (Required)
- Client services: 1 year (Required)

Language:

- Malayalam (Required)
- English (Required)
- Hindi (Preferred)

Location:

- Tirur, Kerala (Required)

Work Location: In person

📌 Student Services Officer (Tirur)
🏢 TIME EDUCATION
📍 Tirur